Why can't Russesls pay my money back?

On 22 December 2020, I bought a 210L freezer at Russels Bushbuckridge. The freezer wasn't working and I took it back on 24 December 2020. They didn't have other freezers for exchange so I requested my money back.

it is very unfortunate to this day, 25 January 2021, I haven't yet received my money.